The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre solution for CIB’s cross-channel customer Contact Centres. These channels include voice, VoIP, email, fax, video chat, SMS/text, and social media platforms. The proposed solution must serve our contact centre's current needs and should be capable of accommodating future service expansion (Video, SMS, web apps, Instant messaging etc.) and provide multi-channel engagement.
Deadline
The time limit for receipt of tenders was 2023-10-18.
The procurement was published on 2023-09-11.
Object Scope of the procurement
Title:
“Tender for the provision of a Call Centre Technology Platform Solution for the Citizens Information Board’s three (3) Call Centres”
Products/services: Communication software package📦
Short description:
“The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre...”
Short description
The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre solution for CIB’s cross-channel customer Contact Centres. These channels include voice, VoIP, email, fax, video chat, SMS/text, and social media platforms. The proposed solution must serve our contact centre's current needs and should be capable of accommodating future service expansion (Video, SMS, web apps, Instant messaging etc.) and provide multi-channel engagement.
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Estimated value excluding VAT: EUR 1 200 000 💰
1️⃣
Additional products/services: Telecommunications equipment and supplies📦
Additional products/services: Telephone network equipment📦
Place of performance: Éire/Ireland🏙️
Description of the procurement:
“The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre...”
Description of the procurement
The service comprises a call centre technology platform for CIB’s three current call centres. Tenderers are required to implement a managed contact centre solution for CIB’s cross-channel customer Contact Centres. These channels include voice, VoIP, email, fax, video chat, SMS/text, and social media platforms. The proposed solution must serve our contact centre's current needs and should be capable of accommodating future service expansion (Video, SMS, web apps, Instant messaging etc.) and provide multi-channel engagement.
Show more Award criteria
Price is not the only award criterion and all criteria are stated only in the procurement documents
Scope of the procurement
Estimated total value excluding VAT: EUR 1 200 000 💰
Duration of the contract, framework agreement or dynamic purchasing system
The time frame below is expressed in number of months.
Description
Duration: 60
Duration of the contract, framework agreement or dynamic purchasing system
This contract is subject to renewal ✅ Description
Description of renewals:
“The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu...”
Description of renewals
The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu of or on completion of any extension.
Legal, economic, financial and technical information Conditions for participation
List and brief description of conditions: See tender documents.
Economic and financial standing
Selection criteria as stated in the procurement documents
Technical and professional ability
Selection criteria as stated in the procurement documents
Conditions related to the contract
Contract performance conditions: See Contract Document.
Information about staff responsible for the performance of the contract
Obligation to indicate the names and professional qualifications of the staff assigned to performing the contract
Procedure Type of procedure
Open procedure
Administrative information
Time limit for receipt of tenders or requests to participate: 2023-10-18
15:00 📅
Languages in which tenders or requests to participate may be submitted: English 🗣️
The time frame below is expressed in number of months.
Minimum time frame during which the tenderer must maintain the tender: 6
Conditions for opening of tenders: 2023-10-18
15:30 📅
Conditions for opening of tenders (place): Online
Complementary information Information about recurrence
This is a recurrent procurement ✅
Estimated timing for further notices to be published:
“The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu...”
Estimated timing for further notices to be published
The Contracting Authority has made provision for two (2) extensions of up to twelve (12) months each. The Contract may be renewed by way of a tender in lieu of or on completion of any extension.
Show more Information about electronic workflows
Electronic invoicing will be accepted
Electronic payment will be used
Review body
Name: The High Court
Postal address: Inns Quay
Postal town: Dublin
Postal code: Dublin 7
Country: Ireland 🇮🇪
Source: OJS 2023/S 178-556010 (2023-09-11)
Additional information (2023-10-16)
Complementary information Original notice reference
Notice number in the OJ S: 2023/S 178-556010
Changes Text to be corrected in the original notice
Section number: IV.2.2)
Old value
Date: 2023-10-18 📅
Time: 15:00
New value
Date: 2023-10-25 📅
Time: 15:00
Text to be corrected in the original notice
Section number: IV.2.7)
Old value
Date: 2023-10-18 📅
New value
Date: 2023-10-25 📅
Other additional information
Closing date extended from 18/10/2023 to 25/10/2023
Source: OJS 2023/S 203-639161 (2023-10-16)